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Technical Support Specialist Tier 2 - 100% remote

Company: Virbela
Location: Los Angeles
Posted on: May 5, 2021

Job Description:

Represent Virbela by providing assistance to clients and end-users with the Virbela platform in a fast-paced, virtual environment.-- World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement.------MAJOR FUNCTIONS:

  • Providing a world-class customer experience to clients using both Macs and Windows-based systems using a ticketing system.
  • Work with clients to identify computer/software problems and advising on a solution
  • Gather customer information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues
  • Identify trends and report to the manager of underlying problems and possible solutions
  • Update self-help documents so clients/staff can use self-service to fix problems themselves
  • Identify and escalate priority issues to the manager to work with product development or engineering
    • Accurately process and record all agent engagements using a computer and designated tracking software
    • Research required information using available resources
    • Follow standard processes and procedures
    • Redirect problems to the appropriate resource
    • Organize ideas and communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled callbacks to customers where necessary
    • Stay current with Virbela technology information, changes and updates
    • Provide chat, phone and in-world support to clients and end users of the Virbela platformRequirementsEducation:
      • BA/AA degree in computer science or related field strongly preferred
      • A+/Net+ certifications a plus
      • High School Diploma/GED required
      • Schedule requires weekend availability, evening hours & on call availability--Experience:
        • 2+ years in a high-volume, technical support role with a focus on delivering a world-class customer service/experience
        • Competency with mac OSX and Windows 7/8/10
        • Saas industry experience a plus
          • Proper etiquette via engagement with agents/brokers in cloud-based environment and phone
          • Ability to speak and write clearly and accurately
          • Demonstrated proficiency in typing and grammar
          • Knowledge of relevant software computer applications and equipment
          • Knowledge of customer experience principles and practices
          • Effective listening and problem-solving skills
          • Ability to work remotely with no direct in-person supervisionBenefitsVirBELA is pleased to offer its staff a full and competitive benefits package. --Highlights include:----
            • Full employer paid Medical, Dental, Vision, and Life Insurance with buy up options
            • 401(k) with company match
            • Stock Options
            • Generous paid time off policy
            • Company Discounts--For more detail on our benefits program please visit:--Virbela is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.

Keywords: Virbela, Los Angeles , Technical Support Specialist Tier 2 - 100% remote, IT / Software / Systems , Los Angeles, California

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